patient-centric Archives - American Oncology Network

At American Oncology Network (AON), we encourage our practices to adopt a patient-centric approach and deliver exceptional care with compassion and kindness. It’s a method of care delivery that supports the value-based care model, which has revolutionized healthcare by rewarding providers based on their delivery of the highest quality patient care.

One of our practices, Oncology Hematology Associates (OHA), located in Springfield, Missouri, has long embodied this approach by embracing patient-centered care. By placing its patients first, OHA continuously earns high patient satisfaction scores of 96.1% and above.

Treating the Whole Person — and Their Family

As part of our patient-centered approach, AON practices embrace the Whole-Person Care model, which is defined as taking care of a patient’s mental and spiritual health as well as treating them physically. At OHA, whole-person care permeates every aspect of care management, including financial burdens. Battling cancer is stressful enough without patients having to concern themselves with how they are going to pay for treatment. That’s why OHA helps its patients connect with local organizations that provide financial assistance ranging from utility bills and groceries to mortgage payments and even affordable housing. Alleviating a patient of some of their financial burdens can be a great boost to their physical and mental health.

The practice also offers nutritional assistance for patients who are undergoing chemotherapy and radiation treatments by recommending which foods to eat and which they should avoid when it comes to managing side effects. OHA also works with a local organization that supplies mental and spiritual support to those recently diagnosed with cancer.

Understanding that caregiver fatigue is a very real, very serious issue, OHA includes members of a patient’s support team when it comes to nurturing mental and spiritual health. Its infusion centers are open to a patient’s caregivers, friends and family, allowing our nurses to interact and bond with whomever accompanies the patients to their treatments.

Building Relationships with Patients

One of the many benefits of a community oncology practice is that patients often see the same physicians, nurses and other clinical team members during their visits, which leads to meaningful relationships built on trust. OHA focuses on establishing these relationships when a patient walks into the practice for the first time — regardless of where they are in their diagnosis.

Cancer patients are taking a journey, and OHA employees will be there to support them every step of the way. Because OHA’s clinics offer a variety of services, patients do not need to go anywhere else for blood work or infusions, which allows them to become more comfortable each time they walk into the office and interact with our staff. OHA wants its patients to feel like they’re visiting family — not just physicians and nurses. Part of that is encouraging patients to reach out anytime. For example, our nurse practitioners are standing by and ready to assist any patient suffering through uncomfortable side effects from treatment by sharing tips on managing symptoms and offering up a library of educational collateral to share.

Strength in Numbers

Joining a national network such as AON can supply local, independent practices with the structure and resources they need to enhance a patient-centric approach to oncology care — which is the backbone of community-based care.

For those who work at OHA and in other practices across AON, oncology is more than just a job — it has become a very important part of their lives. They love the bonds they get to forge with their patients and are proud to be a part of their journey, regardless of where or how that journey ends.

Crisis situations often call for creative solutions in healthcare and lean on the true strength of provider-patient relationships. While the stress of the COVID-19 pandemic is experienced across all walks of life, those with chronic or life-altering illnesses face unique challenges.

Care delivery for these patients cannot be put on hold. When dealing with a health crisis of such monumental proportions, oncology practices must identify ways of keeping patients safe and on track to achieve optimal outcomes. For cancer patients, the best approach ensures the full spectrum of care is addressed, including treatment, nutritional and emotional support.

Rolling with the Changes

Amid stay-at-home and social distancing orders, oncology practices remain essential and cannot simply shut their doors. Instead, providers need to adapt the way they run their practice while still maintaining continuity of care.

Our providers at American Oncology Network (AON) have deferred non-critical visits, such as six-month and annual follow-ups, but are continuing to see patients who are undergoing treatment or are newly diagnosed. In addition, we check with patients prior to each visit to determine if they are experiencing any symptoms associated with the virus – such as fever, cough, shortness of breath – and require they wear a mask to their appointment. One AON practice in Columbus, Ohio, screens patients for symptoms in a tent outside their facility before allowing them inside. All staff members have their temperatures taken daily, before and after each shift, and non-essential visitors are required to wait outside the clinic.

Amid industry shortages, our procurement team has done a tremendous job of ensuring our practices have the supplies they need to keep their facilities clean to ensure the safety of our patients – even going “old school” to overcome the lack of pre-packaged disinfectant wipes by utilizing paper towels and FDA approved cleaning solvents.

The Rise of Telehealth

Telehealth, which allows patients and physicians to communicate through videoconferencing, is experiencing a significant surge in utilization – not only because the COVID-19 pandemic has made it a necessity to conduct patient appointments remotely, but also because the Centers for Medicare and Medicaid Services has relaxed reimbursement requirements, with many commercial plans following suit. Telehealth is expected to remain popular even after the pandemic is gone.

Our physicians understand the benefits of developing personal relationships with each of their patients, which typically begin with a face-to-face visit. Over time, however, as the bond between doctor and patient grows stronger, telehealth may become a very viable alternative where appropriate. This current health crisis has simply accelerated its acceptance and adoption. And while there are some long-term issues to figure out, the COVID-19 pandemic has taught us that telehealth is essential to maintaining patient access to high-quality care.

Unfortunately, as could be expected, many small, independent community practices lack the IT expertise, bandwidth or technology to implement telehealth quickly enough to effectively serve their patients. Thankfully, because of the existing infrastructure and technical expertise at AON our growing network of more than 130 providers was able to offer virtual appointments via telehealth to their patients within a span of four days and all locations are conducting these types of appointments daily.

Compassionate and Patient-centric

While telehealth has become an essential part of practicing medicine, our practices haven’t lost sight of the emotional needs and mental health of our patients. AON addresses this through triage nurses and social workers proactively reaching out to patients suffering from depression or struggling with the isolation that comes with the current social distancing measures.

I cannot stress enough, especially under these circumstances, the importance of why we are in this business – to provide our patients with the best care possible.

Our patients are at the center of everything we do and every decision we make. Now, they need us more than ever. We are taking every possible step to continue providing exceptional care, safely and compassionately.

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The Importance of a Patient-Centric Approach